Technician

Role Name: Technician

Location: Chicago IL. ONSITE.

Job Summary:

The Technician is the site custodian for all IT matters and will take full ownership to resolve directly or coordinate the resolution for end-user and site technical issues.

Essential Responsibilities and Duties:

Must be present at assigned location daily during business hours (except with Manager approval). The role cannot be fulfilled remotely.

Work in flexible shifts with a 2-3 hour start and end time frame when needed

Provides priority support to VP level users

Provides second-line investigation and diagnosis

Resolves and closes incidents/service requests as per help desk procedures & allocated timelines

Escalates unresolved incidents/service requests within agreed timescales

Logs all relevant incident service request and asset details per help desk procedures

Communicates with the leads and managers regarding incident progress

Ensures tickets are always updated until issues are resolved

Complies with global IT policies

Performs installation personalization and staging of PCs

Performs IMAC (Install Move Add and Change)

Conducts hardware and software maintenance and support

Manage onsite New Hire Onboarding (where needed)

Supports various ad-hoc initiatives/projects/audits and asset inventory

Provides Onsite Support for all IT related incidents

Coordinates with Provisioning and Depot for hardware repair and swaps

Assists with Security Officer on IT security issues and Audits

Assists local Server Team when server maintenance is required

Creates/maintains process documentation where required

Provides Special Events coverage pre/post regular work hours

Local network support and/or assists Group Network team

Hardware/software setup installation configuration upgrades monitoring and troubleshooting

Key Competencies: (working / support knowledge of)

Windows and Mac OS support

AndroidIOS mobile device support

Computer and networking hardware support

Strong Troubleshooting Skills

Solid understanding of the IT Service Management concepts such as SLA OLA MTTR ITIL

Audio Visual equipment including Polycom Cisco MS Surface Hub and other presentation technologies

Experience in handling tickets within Ticket Management and Asset Management Systems such as BMC Remedy / HP IT Service Manager / Service Now

Take complete ownership of the tasks at hand and adhere to agreed timelines

Qualifications:

Minimum Education: 2-year Degree in Computer Sciences or relevant field

3-5 years direct work experience preferred

Behavior:

Fluent in English (spoken and written)

Willingness to work flexible hours and travel when needed

Initiative

Ability to write technical support documentation a plus

Excellent customer interface skills

Good interpersonal communication skills

Understanding of customer satisfaction principles and practices

Team player

Ability to work under pressure

Good organizational and time management skills

Good analytical and problem-solving skills

Maintains strong attention to detail in high-pressure situations

Strong communications skills both written and oral